| IT
Help Center - August 2008 |
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| All Reported Problems |
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| Count of Ticket# |
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Classification2 |
Classification |
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Faculty-Staff- all other |
Students - Parents |
Grand Total |
| ProblemType2 |
ProblemType |
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| Central Systems Access |
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Access; Activate; UNIX;
Faculty/Staff |
14 |
1 |
15 |
| |
Access; Activate; UNIX; Student |
3 |
140 |
143 |
| |
Access; CAS Authentication |
4 |
|
4 |
| |
Access; Inactive users |
12 |
11 |
23 |
| |
Access; Out of funds |
|
1 |
1 |
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Access; Passwords; Other |
|
1 |
1 |
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Access; Passwords; Unix |
4 |
39 |
43 |
| |
Access; PINS; Faculty/Staff |
4 |
1 |
5 |
| |
Access; PINS; Student |
8 |
25 |
33 |
| |
Access; UD ID |
6 |
21 |
27 |
| |
Access; UDelNetID |
4 |
5 |
9 |
| |
Learning; MyCourses; Login |
3 |
4 |
7 |
| |
Learning; Sakai; Login |
1 |
1 |
2 |
| |
Software; Calendar Server
(SunOne); Access |
4 |
|
4 |
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Software; Remedy; Access |
5 |
|
5 |
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Voice Mail; Resets/Reinitialize;
Faculty/Staff |
2 |
|
2 |
| Central Systems
Access Count |
74 |
250 |
324 |
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| Central Systems Software |
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Administrative Systems;
Peoplesoft; Financials |
6 |
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6 |
| |
Administrative Systems;
Peoplesoft; UDSIS |
21 |
23 |
44 |
| |
Administrative Systems;
Reporting; Cognos |
1 |
|
1 |
| |
Administrative Systems;
Reporting; Data Warehousing |
1 |
|
1 |
| |
Administrative Systems; Web; Web
Forms |
18 |
1 |
19 |
| |
Documentation |
5 |
|
5 |
| |
Software Distribution |
1 |
2 |
3 |
| |
Software; Remedy; Bugs |
1 |
|
1 |
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Software; Remedy; Changes |
1 |
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1 |
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Voice Mail; General Questions |
4 |
3 |
7 |
| Central Systems
Software Count |
59 |
29 |
88 |
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| Connecting to UD |
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Connection; Ethernet;
Faculty/Staff |
20 |
1 |
21 |
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Connection; Ethernet; Student;
Troubleshoot |
|
59 |
59 |
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Connection; IP; Duplicate |
1 |
|
1 |
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Connection; IP; Troubleshoot |
2 |
1 |
3 |
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Connection; ISP; Faculty/Staff |
4 |
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4 |
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Connection; ISP; Student |
|
3 |
3 |
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Connection; PPP; Faculty/Staff |
1 |
|
1 |
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Connection; PPP; Student |
1 |
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1 |
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Connection; Software; Other |
2 |
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2 |
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Connection; Software; SSH |
3 |
1 |
4 |
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Connection; VPN |
3 |
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3 |
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Connection; Wireless;
Faculty/Staff |
12 |
3 |
15 |
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Connection; Wireless; Student |
1 |
20 |
21 |
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DCWO |
1 |
1 |
2 |
| Connecting to UD Count |
|
51 |
89 |
140 |
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| Desktop Systems |
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Departmental Servers |
28 |
2 |
30 |
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Desktop Systems; Maintenance;
Faculty/Staff |
4 |
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4 |
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Desktop Systems; Maintenance;
Student |
|
3 |
3 |
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Desktop Systems; Setup |
3 |
|
3 |
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Desktop Systems; TSC;
Pre-purchase |
2 |
10 |
12 |
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Desktop Systems; TSC; Software
assistance |
|
2 |
2 |
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Desktop Systems; Use;
Faculty/Staff |
49 |
2 |
51 |
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Desktop Systems; Use; Students |
2 |
20 |
22 |
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Security; PNPI |
1 |
|
1 |
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Virus; General Questions |
2 |
3 |
5 |
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Virus; Has Virus (port not off);
Faculty/Staff |
11 |
|
11 |
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Virus; Has Virus (port not off);
Student |
|
13 |
13 |
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Virus; Needs Software |
2 |
7 |
9 |
| Desktop Systems Count |
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104 |
62 |
166 |
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| E-mail |
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E-Mail; DropBox |
1 |
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1 |
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E-Mail; General; Forward command |
2 |
6 |
8 |
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E-Mail; General; INBOX recover
messages |
|
1 |
1 |
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E-Mail; General; Mail lists;
General |
11 |
1 |
12 |
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E-Mail; General; Mail lists; PO
Box |
6 |
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6 |
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E-Mail; General; Vacation message |
2 |
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2 |
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E-Mail; MAC OS X; Faculty/Staff |
3 |
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3 |
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E-Mail; MAC OS X; Student |
|
3 |
3 |
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E-Mail; Mirapoint; Faculty/Staff |
16 |
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16 |
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E-Mail; Mirapoint; Student |
|
4 |
4 |
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E-Mail; Mozilla; Faculty/Staff |
3 |
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3 |
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E-Mail; Other |
34 |
10 |
44 |
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E-Mail; Outlook Express;
Faculty/Staff |
4 |
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4 |
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E-Mail; Outlook; Faculty/Staff |
17 |
1 |
18 |
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E-Mail; Outlook; Student |
|
1 |
1 |
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E-Mail; Quota |
7 |
6 |
13 |
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E-Mail; Spam filtering |
9 |
3 |
12 |
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E-Mail; Thunderbird;
Faculty/Staff |
4 |
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4 |
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E-Mail; Webmail; Faculty/Staff |
14 |
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14 |
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E-Mail; Webmail; Student |
2 |
9 |
11 |
| E-mail Count |
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135 |
45 |
180 |
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| General Information |
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Computing Sites |
1 |
1 |
2 |
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Library |
1 |
1 |
2 |
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Other |
35 |
40 |
75 |
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Telephone; Cellular Wireless |
23 |
|
23 |
| General Information Count |
|
60 |
42 |
102 |
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| Learning Systems |
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Instructional Technology;
Audio/Visual Equip fail (UMS) |
1 |
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1 |
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Instructional Technology;
Classroom Setup |
1 |
|
1 |
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Learning; MyCourses; Other |
30 |
6 |
36 |
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Learning; Sakai; Other |
40 |
6 |
46 |
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Learning; User Services,
self-paced mods |
1 |
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1 |
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Test Scoring, Freq. Scanning |
1 |
|
1 |
| Learning Systems Count |
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74 |
12 |
86 |
| |
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| Printing |
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Printing; Local; Student |
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2 |
2 |
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Printing; Network; Faculty/Staff |
6 |
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6 |
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Printing; Unix; Color/Poster |
1 |
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1 |
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Printing; Unix; Queue |
2 |
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2 |
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Printing; VendPrint |
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1 |
1 |
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Scanning |
1 |
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1 |
| Printing Count |
|
10 |
3 |
13 |
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| Security |
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Security; Compromised |
29 |
42 |
71 |
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Security; Copyright |
6 |
1 |
7 |
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Security; Other |
9 |
1 |
10 |
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Security; Rogue DHCP |
2 |
2 |
4 |
| Security Count |
|
46 |
46 |
92 |
| |
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| Service Interruption |
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Service Interruption; Central
System Outage |
1 |
|
1 |
| Service Interruption Count |
|
1 |
|
1 |
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| Software |
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Qualtrics (Survey/Polls) |
|
1 |
1 |
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Software; Database; Access |
5 |
|
5 |
| |
Software; Graphics |
1 |
|
1 |
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Software; Other |
4 |
3 |
7 |
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Software; Presentation/Desktop
Publish.; Powerpoint |
1 |
|
1 |
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Software; Spreadsheets; Excel |
3 |
1 |
4 |
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Software; Stat/Math Applications;
Other Stat/Math Problems |
|
2 |
2 |
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Software; Stat/Math Applications;
SPSS |
2 |
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2 |
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Software; UD Thesis; MS Word |
|
11 |
11 |
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Software; UD Thesis; Tex, LaTex,
AmsTex, emTex |
|
1 |
1 |
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Software; Word
Processing/Editors; MS Word |
14 |
4 |
18 |
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Software; Word
Processing/Editors; Other |
|
1 |
1 |
| Software Count |
|
30 |
24 |
54 |
| |
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| TSC Requests |
|
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TSC; PPP; Repair |
1 |
|
1 |
| |
TSC; Special Request |
8 |
7 |
15 |
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TSC; Troubleshoot; Boot Problems |
2 |
2 |
4 |
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TSC; Troubleshoot; Hardware |
1 |
4 |
5 |
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TSC; Troubleshoot; Operating
System |
4 |
3 |
7 |
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TSC; Troubleshoot; Software |
5 |
|
5 |
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TSC; Troubleshoot; Spyware |
|
1 |
1 |
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TSC; Virus Repair |
16 |
9 |
25 |
| TSC Requests Count |
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37 |
26 |
63 |
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| Using UNIX |
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File Management; Disk Quota |
|
2 |
2 |
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Using Unix; Other |
1 |
|
1 |
| Using UNIX Count |
|
1 |
2 |
3 |
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| Web |
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Web (WWW); Browsers;
Faculty/Staff |
6 |
|
6 |
| |
Web (WWW); Web Pages;
Faculty/Staff |
30 |
3 |
33 |
| |
Web (WWW); Web Pages; Student |
2 |
6 |
8 |
| Web Count |
|
38 |
9 |
47 |
| |
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| Grand Total |
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720 |
639 |
1359 |
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